LogMeIn Rescue by GoTo vs. Oracle Secure Global Desktop

Not all of our team members are as PC computer savvy as we would like, Rescue allows any issue that arises to be quickly and correctly solved the first time no matter the level of comfort with our systems. We have not come across any situations where it did not work for our set up.

Incentivized

I believe Oracle Secure Global Desktop is better used on a larger device such as a desktop or laptop, as the Android platform is a bit confusing when initially introduced to fellow employees who were familiar with the other layout.

Incentivized

• The rescue lens feature has come in handy to save us plenty of times. being able to have eyes on the end users' side to see how things are actually physically connected.
• Having the ability to collaborate with other technicians is a feature that I have not seen in other applications. normally the other person has to connect as well which results in lowered connection speed on the end user's side since 2 connections are running.
• The tools to be able to locate and audit sessions are also very valuable for measuring the performance of my technicians.

Incentivized

• Very secure.
• Simple layout that is easily understood by different levels of experience.
• My company works with Linux and Windows - Oracle Secure Global Desktop easily operates on both platforms.

Incentivized

• one of the prompt in windows users is not vissible, somethimes users missed it and you must start from scratch
• more documentation for apple users
• never could record a session, all the time was a permissions issue, don't know how to do it

Incentivized

• Is not supported on Apple devices.
• Support on Android - the functionality feels flimsy and the layout isn't as user friendly as I thought it would be in comparison to when it is used on a desktop platform.
• Initially, when first using the product a year or so ago, I received a lot of complaints of random error messages. Though that problem seems to have been solved in the interim.

Incentivized

We may continue using Logmein as it is the best remote support application in terms of connection latency and control. However, since several of our client sites have stricter security policies they block this application and we have to switch to other ways which is inconvenient

Incentivized

LogMeIn Rescue is easy to start and use and does not consume resources on your computer slowing it down. We are also often providing support for non-tech savvy end users who might have a hard time downloading and installing remote access software, especially when firewall warnings start to appear. LogMeIn Rescue's process is intuitive and easy to follow for our users.

Incentivized

Log me in has never failed me

Incentivized

no complaints

Incentivized

I'd say support for LogMeIn is ideal because I haven't ever been in a situation where additional support was necessary. The program runs so efficiently and simply that nothing was needed beyond initial training that was provided by my company. I am saying this as a user that strictly uses the technician console

Incentivized

Make sure you have your LogMeIn Rescue account sign-in details handy when installing on multiple support systems.

Incentivized

UI (user interface) is pretty easy to use, you can use rescue from a desktop version or the web when others such as dameware you needed to have the software installed and the affected user needed to be on VPN, so you could take over their system. TeamViewer is good but with Rescue you can link your chat support team members and rescue to work from the same system. Other benefits in rescue is that you can add Ticket to track your IT personnel usage for reporting purpose. For instance if you want to track-down how many sessions the agent A did on a day and link the Ticket from your ITSM system with the information in rescue. I didn't see this option in other tools

Incentivized

Tarantella gave us a lot of issues, but with Oracle Secure Global Desktop [we got] the huge portfolio of Oracle applications from almost any browser, without the headache of application dependencies, plugins, java etc. My fellow employees like the way Oracle Secure Global Desktop gives us the "feel" of many little desktops but with one machine.

Incentivized

it's perfect

Incentivized

• We kept our help desk staff to a minimum since we no longer needed a tech on each floor.
• Time of resolution went up 65% since our techs were able to quickly see the problem and resolve [it].
• We no longer needed additional software to transfer files, saving us up to $5000 in subscription fees.

Incentivized

• Efficiency is definitely a good description. The easy to use platform allows fellow employees to move through their online apps with ease.
• Applying new online apps is a lot easier, as we do not have to rely on a central server to pull information.
• As our client is national, it's good to have quick, reliable cloud access to all sensitive materials without worrying about security issues.

Incentivized